About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Position Description:
The Remote Resolution Specialist (RRS) works in a high volume, limited duration call center workplace serving as the secondary interface to external customers and/or their agents and field support personnel. The primary responsibility is to provide problem resolution and call routing for NCR products and services using known solutions, and defined routing procedures. The objective of RRS agent is ensure call is fixed remotely and avoid a Customer engineer dispatch.

Key Areas of Responsibility:
Returning customer calls, solving problems using known solutions, and call routing
- monitor Remote Resolution Queue
- confirm/refine problem information and criticality
- utilize support systems, tools, and experience to facilitate a customer solution




- transfer problem to Technical Support Specialist, if necessary
- route to dispatch queue, if necessary

Remotely deliver a solution to solve a customer problem
- communicate with customers through various means (oral, written, electronic) to deliver a solution
- deploy solutions found in the knowledge base
- verify resolution of problem with the customer

Assist field support personnel with on site issues
- receive calls from field support personnel
- utilize support systems, tools, and experience to provide information relevant to on site issue
- create Sentinel incident & engage Technical Support Specialist, if necessary

Capture information and record data in desktop tools
- document, verify, and make appropriate corrections to the incident record and customer profile
- provide incident feedback about supplier commitments missed, and process improvements

Knowledge management
- Fully utilize the Knowledge Management Databas

📌 Remote Resolution Spec (Mumbai)
🏢 NCR Atleos
📍 Mumbai